Benefits of Call Centre Software for Business

Benefits of call centre software for business

Call Centre Software Benefits

Call Centre Software (aka cloud-based call centre software) has rapidly changed the landscape for businesses with a call centre operation enabling them to access the latest call centre features for a fraction of the previous on-premise model. 

Powered by new technology, the influence of purchases made on the web by customers is increasing rapidly.

And with the increase in online purchases, the customer support offered by companies and brands to the consumers is also becoming increasingly critical.

All companies prefer to be on the good side of the consumer and doing everything they can to maximum customer satisfaction is becoming a key strategy in business survival.

This puts the customers firmly in the position of power and is driving competition that is using customer experience as the key differentiator.

Customer care and support can, however, change dramatically with time.

Therefore, implementing new call centre software or a new contact centre solution to deliver an improved customer service is becoming a strategically important business decision.

We’ve listed below a few ways call centre software for business can benefit your company.

5 Benefits of Call Centre Software for Businesses

1. Improved efficiency and productivity

With call centre software, your agents will easily be able to track the incoming calls, handle them, as well as escalate them as and when required.

The calls can also be routed to the right agent if necessary and the updates and data can be accessed in real-time.

Thus it improves the agent’s performance and improves their ability to solve or respond to customer issues quickly and efficiently.

Apart from this, the IVRs will serve as gatekeepers, reducing the workload to frontline agents by removing basic enquiries and allowing agents to focus on the more important and complex calls.

2. Cost savings

The contact centre solutions are specially implemented to improve the productivity and efficiency of the agents.

As a result, less time and resources are used resulting in cost reductions to your business.

With human labour accounting for approximately 70% of the running costs for a call centre, even a 5% productivity improvement can deliver significant benefits.

The automatic dialer feature that comes along with some call centre software can also improve the productivity of outbound calls, as well as tracking all contact centre activities to improve data and reporting.

3. Enhanced reporting features

Good call centre software will come with advanced features that report the important and necessary details from real-time call volumes, average talk times etc through to speech analytics software that can mine thousands of calls and present trends, market intelligence and more.

This not only assists the call centre channel, it also enables the call centre to provide insights and customer intelligence to help improve customer experience across the whole business.

4. Call centre software enables routing VIP calls to the best agents

Businesses are becoming increasingly smarter at segmenting their customers and this enables the call centre to provide priority care for your best and most loyal customers.

You can set the bandwidth for the customers who have been interacting with your brand over a certain period, and put them under the category of VIP callers.

This will help you prioritise your VIP customers and only direct those callers to your most experienced agents or ensure their calls are treated with a priority if there are long delays.

This will ensure your VIP customers will receive the best level of service and continue to be ambassadors for your brand.

5. Impenetrable security

Call centres store a lot of valuable and important data which needs to be protected and secured at all times.

Security is, therefore, a very primary concern for a lot of call centres.

Cloud contact centres are highly secure with banks, the Australia Tax Office and more all using cloud contact centre solutions so you can rest assured your customers data is protected.

Recommended further reading: 5 key benefits of call centre technology.

Find a complete list of technology suppliers providing call centre software on the free CX Directory >>> 

Or, if you’d like some free help in determining the right solution for your business leave your details below and we’ll contact you to discuss your requirements.

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Johanna Anniston
About Johanna Anniston 1 Article
Johanna Anniston works as a senior consultant with Aspect Software and has more than 15 years of experience in call centre industry. She is an expert at optimising call centre productivity and is an active speaker at various industry conferences and seminars.

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